Terms & Conditions Agreement

Cancellation Policy

Primal Cleaning understands that things come up suddenly. If it is necessary to cancel or skip your scheduled service, Primal Cleaning requires a two business day notice and will charge a one time cancellation fee of $50. If Primal Cleaning receives less than two business days’ notice, or if we can not access your home, you will be charged the full price of your cleaning. All future cleanings will remain unchanged. Termination of regularly scheduled cleanings must give a 28 day notice or pay a one time cancellation fee equalling the total cost of one cleaning. Please note that if you choose to use Primal Cleaning again after regular services are cancelled you may not have the same rate as you did before.

Access

You have a couple of options for providing Primal Cleaning access to your home: You may leave a key to your home with Primal Cleaning staff. Your key will be kept safe and secure. For security purposes the key will never have your name or address attached to them. If it is not possible to leave a key with Primal Cleaning, you may meet the staff member at your home. If neither of the above is possible, please make alternate arrangements with Primal Cleaning before you schedule a service. In addition, if you have an alarm system, please give access instructions to Primal Cleaning before scheduled services. For your safety, we do not return keys by mail. Please refer to the Cancellation Policy should Primal Cleaning be unable to access your home during the arrival window for a scheduled service.

Payment

Primal Cleaning accepts MasterCard, Visa, cash or check. Full payment is due at the time of your cleaning. Primal Cleaning requires a 50% deposit for all cleans, and a credit card number must be kept on file before scheduling. Your account will be charged the balance due, plus any fees, before each cleaning unless you leave an alternate form of payment at the time of service. A $25 fee will be charged for each returned check. Primal Cleaning reserves the right to automatically process all fees for cancelling, rescheduling and returned checks.

Scheduling

Every effort will be made to complete your service within the time allowed. Please note that it will take a few cleanings to know your ongoing maintenance needs. We ask for your patience while we learn how to best clean your home and assure you that we will move from deep cleaning into maintenance cleaning as quickly as possible. If, due to the unique circumstances, our team is unable to complete your cleaning within the amount of time requested, we may call you to ask for authorization to spend more time cleaning your home. We will inform you of any additional costs before proceeding with the work.

Limitations

  • We do not climb higher than a 2-step ladder
  • We will not move furniture over 15 lbs but will try to reach a visible place with an extension duster
  • If an area in the home is considered or has the potential to be considered a biohazard, that area will not be cleaned (emptying/cleaning cat litter boxes, human/animal excrement, etc).
  • It is to the clients advantage to have the home picked up as much as possible allowing us to be able to get to all areas so that we can optimize your cleaning.

Holidays

Primal Cleaning asks that if your cleaning takes place on a holiday you call to reschedule.

Feedback

Please, if you have any feedback or suggestions let us know! We are always happy to hear what you have to say to better serve you!

24-Hour Guarantee

We see that cleaning is a very personal service, and realize that occasionally an area may not be cleaned to your satisfaction. Even though we are unable to offer a refund, Primal Cleaning staff will happily re-clean any area that you are not satisfied with. Just let us know of any issues or concerns within 24 hours of your cleaning and we will do our best to make it right.

Gratuity

Primal Cleaning never requires you to tip, but it is a powerful way to say thanks to your service provider.

Supplies

Primal Cleaning uses Branch Basics cleaning supplies. However, if you own special products that you would like to have used on particular surfaces, we are happy to accommodate your request.

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